Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Raja Sekhar on April 01, 2017, 10:58:39 AM

Title: ACCEPT CALL NOT WORKING in WWE
Post by: Raja Sekhar on April 01, 2017, 10:58:39 AM

Hi Team,

Facing Accept call issue in WWE for inbound call

Environment :

we have deployed Genesys web services , and Logging as agent through Web based work space edition ( WWE ).
Registering the Same extension in Eye beam @agent same desktop.

During the incoming call , while clicking the ACCEPT CALL button in WWE pop up, the call is not getting answered , where as when the Answered button is clicked in Eyebeam, the call is answered.

As per our analysis , when the ACCEPT CALL button is clicked in POP UP,  in the SIP message from Endpoint to Sip Server , it contains only Message Header .

Where as , when the ACCEPT CALL button is clicked in Eyebeam , in the SIP message from Endpoint to Sip Server , it contains both Message Header and Message Body.

In the message Body , the SDP information are shared, which is the reason for call getting answered.

Please help us in sending Message body from WWE ACCEPT BUTTON Too...

Thank you in Advance.

Title: Re: ACCEPT CALL NOT WORKING in WWE
Post by: mao_dzen on April 11, 2017, 03:36:03 PM

Have you configured 3PCC for that DN?
Does WWE send RequestAnswerCall to SIPServer?
Does SIPServer send NOTIFY to Eyebeam with Event: talk ?